"Please do not worry. We can go step by step, okay" This was the first thing support said to me when they called me about my car in Porto. I was traveling alone and I thought renting a car would be easy. A few days before, I booked the car on QEEQ and I just wanted to pick it up at Porto airport and go. When I got to the counter they asked me to pay extra money. I was confused and also nervous. I was afraid my English was not good enough to explain. I stood there at the rental office and called customer service. I explained that I was charged more than I expected. In my head I was thinking that if no one helped me I would be in real trouble. The person on the phone kept listening to me and asked simple questions. I did not feel ignored. I was a bit lost and they told me to speak slowly. They reminded me to keep all the charge records and slips. At that moment I felt I was not facing this alone. Later I sent them the proof of the charge and they asked me again what happened when I arrived at the airport. I travel by myself so I am always worried when there is a problem in another country. I am scared that I cannot explain things. Support kept giving me small updates. They told me they were checking with the rental company. I did not know what they did in the background but I could feel that my case was moving forward and not forgotten. During the next days with the car there were also questions about tolls and other fees. I contacted them again. I was worried they might feel I was too noisy. They were still patient with me. They let me tell the full story first then they helped me sort it out step by step. They told me which part of the money was normal and which part needed more checking. For someone traveling alone like me this help made me feel much more calm. After all this my main feeling is that I can always talk to them when something goes wrong. I do not have to fight with the rental desk all by myself. Some things still need time to confirm but every time I start to panic or feel confused someone is there to catch me and tell me what might happen next. For me this feeling of being looked after is even more important than just saving a bit of money.
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